Frequently asked questions

No. You book as a guest, and your confirmation email contains a link to view, change or cancel the booking — no password to remember.

Online bookings need at least 3 hours' notice before pickup. For anything sooner, call us on +44 7926 608888 and we will see what we can do.

For the whole vehicle. Everyone travelling together shares one fare, however many seats are taken.

Yes. Add the return when you book and both journeys go on one booking, with one payment and one confirmation.

Yes. Cityline Airport Transfers Limited is a private hire operator licensed by Transport for London. Every driver and vehicle is licensed for private hire, and before your journey we send you your driver's licence number and the vehicle's registration.

The name of the passenger travelling, as you gave it when you booked. If you booked for someone else, it is their name, not yours — so they are the one who needs to look for it.

Our team checks your flight's arrival time before sending your driver, so a delay does not cost you anything. Your 60 minutes of free waiting are counted from when the flight actually lands, not from the time you booked.

Inside. Meet and greet in the arrivals hall is included on every airport pickup, so you do not have to find the car park or a pickup zone with your luggage.

Before your pickup we send you your driver's first name, their licence number, and the make, colour and registration of the car. Check the registration before you get in.

Stay where you are and call us on +44 7926 608888. Walking around to look usually makes it harder: we will put you in touch with your driver and tell them exactly where you are standing.

When your flight actually lands, not at the time you booked. Our team checks your flight's arrival time before sending your driver, so a delayed flight does not use up your 60 minutes.

Add extra waiting time when you book, in 30-minute blocks at £15.00 each. If you find out on the day, call us — we would much rather hold the car than have you come out to find it gone.

15 minutes from the booked pickup time. Please be ready at the door; if you are running late, call us and let us know.

Your driver waits for the free waiting time and we try to reach you on the number you gave us. If we still cannot find you, the booking may be treated as a no-show and charged in full — so keep your phone on and with you.

A checked-in suitcase — roughly anything that would go in an aircraft hold. A cabin bag, a laptop bag or a handbag counts as hand luggage.

Choose a larger vehicle when you book. The booking form only lets you choose vehicles that fit the passengers and cases you tell us about, and says why the others are too small — so give us the real numbers and the choice is made for you.

Usually, yes, but tell us when you book so we can send a vehicle that will take them. An estate or an MPV is normally the right choice for anything long or bulky.

No. The fare covers the vehicle, and the luggage limits below are what that vehicle carries safely. You pay for a larger vehicle, not for extra bags.

Your driver fits it before collecting you, so it is ready when you get in. Please check the harness is adjusted for your child before setting off — you know their size better than anyone.

Yes. Tell us in the notes when you book, so the driver knows to allow the time and the space to fit it.

Yes, through the link in your confirmation email or by calling us. The sooner the better: a seat asked for on the day cannot be guaranteed.

It depends on the vehicle, and every child needs their own seat. The booking form warns you if you add more seats than there are passengers travelling.

No. Your fare is paid in full when you book, so there is nothing to settle on the day.

No. The fare you see before you pay is the fare you pay. It only changes if you change the booking yourself, and we tell you the new price before it takes effect.

No. Card details are entered directly with our payment provider, Stripe, and never reach Cityline's systems. We only ever see that a payment succeeded.

We can set up an account or send a payment link for business customers. Contact us to arrange it before you book.

Contact us as soon as you know. If the airline has cancelled your flight, we will either move your booking to your new flight or refund it.

Yes, and it is usually the better option. If the change costs more — a larger vehicle, a longer journey — we tell you the new price before it takes effect. If it costs less, we refund the difference.

We process it as soon as the cancellation is confirmed. How quickly it reaches your account is down to your bank, and is usually a few working days.

If your driver cannot find you and we cannot reach you on the number you gave us, the booking may be treated as a no-show and charged in full. Keep your phone on and with you.

No. A folding wheelchair, walking frame or other mobility aid travels free, and so does any help your driver gives you. Tell us what you are bringing so we send a car it fits in.

Yes, always, and at no extra charge. Assistance dogs travel with their owner in every vehicle we send.

Our standard fleet does not include vehicles with a ramp or lift. If you need to travel seated in your wheelchair, call us on +44 7926 608888 before booking and we will tell you what we can arrange for your date and time.

Yes. Tell us in the notes when you book what would help — a hand with luggage, help to the door, or a little more time — and your driver will know before they arrive.

As soon as you notice. Your driver may have another passenger within the hour, and an item is far easier to find before the next journey than after it.

There may be a charge to cover the cost of getting the item back to you. If there is, we tell you what it is before arranging anything.

Items left in a terminal are handled by the airport's own lost property office, not by us. Your airline can also help with anything left on board the aircraft.